徐州绿地皇冠假日酒店 — Hotel in Xuzhou

This was my fourth stay at Crowne Plaza Xuzhou Dalong Lake and for the first three I had been given the same room 6075 with fantastic lake view (weather and air pollution status permit) while the fourth time, room 6017 whose Aircon did not work. Despite I reported three times when the room temperature got to and even exceeded the outside temperature, nothing was done until I became more serious at the last night during my stay. As an engineer, I knew what the cause of the problem was but the lack of professionalism of the management, service personnel and technicians was clearly at the core of this unfortunate and uncomfortable experience. The problem got the attention of a senior manager,Alberto, who finally agreed to compensate me for the poor services. With people like Alberto on the management team, I guess Crowne Poaza at Xuzhou Dalonng Lake still has hope!

I certainly do not appreciate the fact that people are allowed to smoke in the entry hall and general lobby area as well as in other common areas within the hotel. Crowne Plaza should take a lead in completely eliminating smoking in its facilities.

Another often irritating experience was the order of guests (arriving or departing) getting served at the front desk. The staff at the counters took no notice of who came in first and there was no line or some form of in forced order. The staff serves whoever pushed to the counter first and ignored those, in this case, me, who stood in line waiting for an earlier guest to be served. But unfortunately, some late-comers just simply walked to the counter and the staff would start serving such disordered people. I know this is a kind of "norm" in many places in China and this should also offer Crowne Plaza Xuzhou Dalong Lake an opportunity to make a difference in creating a more enjoyable experience...

This stay was generally delightful. I sincerely appreciate the front office manager (female) who proactively called after booking to inform me of the suite upgrade opportunity, thoughtfully arranged room details, and provided complimentary breakfast (though I regret not experiencing the lakeside suite). Her professionalism and attentiveness left a lasting impression.

However, as I split my reservation into two separate bookings, check-in the following day encountered issues where the front desk staff failed to recognize the linked reservations, resulting in delayed room access. The team additionally demonstrated unfamiliarity with package inclusions (breakfast and room upgrade) and exhibited unprofessional conduct. Please note this concern specifically pertains to that day’s front desk operations, which should not overshadow my overall positive impression of the property. I encourage enhanced cross-departmental communication and staff training to ensure consistent service excellence across all touchpoints.

Following this constructive communication experience, I'm now eagerly anticipating my return to your hotel during the May 1st Labor Day holiday. While previous service coordination issues were noted, management's responsiveness to guest feedback (e.g., proactive suite upgrade communication) assures me that continuous improvement in cross-departmental collaboration will elevate overall guest experience. I particularly look forward to reengaging with the front office manager's exemplary service and trust frontline staff will align their professionalism accordingly. Upon my return, I hope to recommend your property's unique charm to...

Hardware in the hotel was excellent and it was the area I would enjoy the most by staying at this hotel. However, the staff had lack of common sense during my stay. Given this should be one of the higher tier in the area, the staff could not keep the lobby in a good atmosphere and ambiance by tolerating the kids to yell and play in the area for at least over 20 mins while I was waiting at the lobby. One of the staffs told me it was because their parents were having dinner in the restaurant, and how shall this matter to me??

Also, more ridiculous thing happened on the same evening when I was invited by my supplier to have dinner within the hotel. There was no staff at the front of the Thai restaurant initially and we were told by the staff at the dinner buffet restaurant that there were staff inside the staff however there were totally NOBODY there!! It was a embarrassment.

It wasn't better the next morning even before I had my breakfast, where my seat was taken by another person where I have moved the knife and fork to a "in-use" position on the table. The restaurant staff shall have brought the customer to the seat. I couldn't take such service at all by...